Complaints
This profile includes complaints for Frontwave Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: ********************** CU Account Number: *************Sincerely,*********************
Business Response
Date: 03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. A fraud package will be mailed to the customer for completion so an investigation can be completed by our Fraud department.
Initial Complaint
Date:12/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 15, 2023, I switched insurance for my vehicles. Despite my insurance agent sending all required documents to the lienholder, Frontwave Credit Union, I received repeated notices stating that the proper documentation was not received. I subsequently re-sent the necessary documentation on November 15, 2023 (see attached). The documentation fulfilled all required and necessary coverages as stipulated by the bank.Today, I discovered a $6000 charge added to my car loan. Upon contacting the credit union, I spoke with ****, who seemed unresponsive and repeatedly attempted to place me on hold. When I requested to speak to a supervisor, my questions remained unanswered. I expressed my concern regarding the email with the proper documentation sent on November 15, 2023, which was reportedly received on November 30. However, on December 8, an additional $6000 was added to my loan for purported lack of car insurance. I urged the supervisor to investigate why the document wasn't processed on November 30, yet nine days later, the amount was added to my account. He committed to checking and calling me back after his lunch break, but failed to do so. This lack of follow-through has been a recurring issue, and I am exasperated by the institution's negligence and lack of accountability.As a member for 15 years, I am contemplating closing all my accounts due to these ongoing frustrations.Business Response
Date: 03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been conducted and the results of the investigation show that the members concerns have been resolved.
Initial Complaint
Date:11/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Over the last months, after my son joined the ********** he got a debit card with your CU. He had used it for an Apple subscription and after trying to cancel it they kept charging him. He attempted reach out to Apple with no luck and then reached out to your CU for help, He filed several disputes but was denied because "it is not fraud". We spoke with your collections department, and they were not much help at all. My son requested a call back from the collections manager and never received a call back. He was told that ****** would call him the next day. My son had me on the line with him and your CU and the person that helped us was rude and didn't care to listen to what we had to say. My son is 17 years old, (she kept telling us he is 18, dose not turn 18 till December) and I feel that he was taken advantage of. We did not push to get all the changes just enough to take care of what was needed to cover the negative balance and the fees, and we were told it was not fraud and we would not taken care of. We ended up helping our son take care of the past due, so I really don't think anything is going to happen.Be wary if you have a son under the age of 18 that went to serve his county and they become a member of this CU. I would really expect better treatment to their members.Business Response
Date: 03/27/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been conducted and the results of the investigation were e-mailed to the customer.
Please let me know once we are clear to get moving with our application to join the BBB.
Thank you,
Initial Complaint
Date:04/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Frontwave CU reported me 30 days late on my credit card. When I went to online banking to pay my bill within the statement cycle, online banking showed a payment of nothing due. A credit reversal had been received as a result of a returned transaction. I received no letter or email or call indicating that a payment was due and my minimum payment said $0 due. I paid the balance due 1 day late when I realized that online banking was incorrect. I reached out right away to explain that online banking provides misleading information. They refuse to remove the 30 day late even though their system provided false information. I provided evidence of their system providing false information including a number of other misleading errors on their online banking system.Business Response
Date: 03/27/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been conducted and the results of the investigation were mailed to the customer.
Im still pending one more response to you and that will clear up all of the outstanding items. Once they are all cleared up, I would like to engage in a discussion with you about joining the BBB.
Thank you.Customer Answer
Date: 03/29/2024
This issue has yet to be resolved. The response I received made zero reference to my claim but instead made reference to something unrelated- Frontwave wanting to join BBB. I dont believe I was the intended recipient of the measage. Again, a disorganized response from Frontwave Credit Union who has still not provided evidence that I should be reported as 30 days late to credit bureaus. The 30 days late was due to their error. This will be considered resolved when the 30 day late negative report is removed from my credit report. Thank you.Business Response
Date: 04/01/2024
Frontwave Credit Union (Frontwave) regrets that ************** is not fully satisfied with the servicing of her account. Beyond the substantiative responses that have already been provided to her following her earlier complaints, Frontwave has no further information to add.
At this time, with the explanation provided herein, Frontwave will consider this matter closed.
Customer Answer
Date: 04/04/2024
Frontwave states the matter is closed. I do not accept that response. The matter is unresolved because they have not fixed their error. An appropriate closure to this matter would be if they correct the incorrect reporting on my credit report. Then this matter will be resolved. Again, fix your errors that are causing me undue financial stress due to your faulty systems. Source- a former employee. Frontwaves error cost me thousands in a higher mortgage interest rate because of their false credit bureau reporting. Fix your mistakes Frontwave Credit Union and own it when you make a mistake to rebuild consumer trust. The resolution and documentation provided are letters from the *** claiming they made no error. No proof has been provided though I have provided dozens of pages of evidence. Until this is corrected, I will continue to warn your consumer base of your wrongdoings.
Business Response
Date: 04/26/2024
The aforementioned complaint is just another in a long line of several similar complaints that have been generated on the same subject that have been sent directly to Frontwave Credit Union (Front Wave) and other regulatory agencies. It should be noted that Frontwave has substantively responded to each of the complaints received, notwithstanding the fact that the same allegation is asserted.
Beyond the substantive responses that have already been repeatedly provided to ************** following her earlier complaints, Frontwave has no further information to add.
Initial Complaint
Date:02/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 9th, 2023 and February 23rd, 2023 Frontwave credit union took all of the money from my checking and savings account and put it in my credit account without my authorization. I was told it was because my credit account was negative, which I knew it was and was working on fixing it, and could only access my account after my credit account was in good standings. $1,311.66 was removed from my account during those two dates without my consent.Business Response
Date: 03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been opened and the results of that investigation will be mailed to the customer.Initial Complaint
Date:02/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been with Frontwave for a couple of years. During that time I've had my card blocked for fraud numerous times, making it very difficult to make purchases when the bank is closed. **************** is extremely poor here. Once in a while, you will get someone who helps. I've had two accounts with them. My one account went into overdraft because of automatic payments I had set up. Totaling $70. And frontwave proceeds to charge me over $200 in fees I'm without a job right now, so trying to get my finances in order. They took it upon themselves to close the account and take $270 out of my other checking account without any notice. When I spoke to someone, she proceeds to tell me that I'm lucky they didn't close everything. Front wave proceeds to tell me they tried contacting me one time. They also said they sent things in the mail which I can prove they did not since I have **** email update me on my mail daily. It is completely outrageous to not try and communicate will me (a member) and take actions as if I abandoned my account. There is a reason this credit union is not BBB accredited.Business Response
Date: 03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been opened and the results of that investigation will be mailed to the customer.
Initial Complaint
Date:01/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am attempting to close out my checkings/savings account with Frontwave due to the lack in benefits compared to NavyFed/USAA who I bank with now. This account is from 10plus years ago when I went to bootcamp. Bank has taken new branching from Pacific Marine to Frontwave. All I want is to close the account. I attempted to verify, providing my social, full name, and date of birth. But the number I am calling from does not match, well duh I've changed my number in 10years. Then they want my address on file when the card was initiated. How is my social and date of birth not a full verification. I've relocated 5times not including whatever address what used used for bootcamp. What I would like is for some common sense applied, my social, date of birth, phone number from when the account created and full name is not enough. All i want is to be able to close the account. Thats why this banks lacks the benifits of other military friendly banks. Ohhh by the way best comment from customer service rep, sir you can walk into a branch and they can close it. Frontwave is a west coast thing, I am in Virginia which doesn't have that bank. So can I have someone with some common sense to asists me closing this account, I dont need an apology just to close it.Business Response
Date: 03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been conducted and the results of the investigation show that the members concerns have been resolved and the account has been closed per the members request.
Initial Complaint
Date:12/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 21, 2022, I paid off my mortgage held by Frontwave Credit Union. It is now December 19th and I still have not received the recorded release. They promised me it was mailed first on November 8th. I called on November 28th and they confirmed it was mailed to my PO Box. When I called again on December 6th I spoke to a suepervisor who said they would mail it again and it would be "expedited". December 19th still no release. Now they said it could have been mailed on December 9th and it could take another **** days to receive it from then. I believe they are mailing to to an incorrect address and have no idea if I will ever receive it.Business Response
Date: 03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been conducted and the results of the investigation show that the members concerns have been resolved.
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